Position Overview
We are looking for a Customer Service Representative to support inbound customer service, help desk, technical support, and back‑office processing for commercial and public sector clients. The role involves handling incoming inquiries, troubleshooting basic technical issues, and assisting callers with product and process related questions while professionally representing well known brands.
Responsibilities
- Handle inbound and outbound contacts in a courteous, timely and professional manner.
- Listen to customers, understand their needs and resolve issues.
- Research systems to find missing information; coordinate with other departments to resolve issues.
- Follow the processes of the client program and perform all tasks courteously.
- Utilize systems and technology to complete account management tasks.
- Accurately document and process customer claims in appropriate systems.
- Follow all required scripts, policies, and procedures.
- Utilize knowledge base and training to answer customer questions accurately.
- Comply with requirements surrounding confidential information and personal data.
- Escalate customer issues appropriately with the managerial team.
- Ensure first‑call resolution through problem solving and effective call handling.
- Attend meetings and training; review new training material to stay up‑to‑date on changes.
- Adhere to all attendance and work schedule requirements.
Required Qualifications
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Experience with data‑entry using a computer.
- Ability to read and speak English fluently.
- High‑speed internet connection (download speed of 20 Mbps+) with wired connection.
- Excellent organizational, written, and oral communication skills.
- Typing speed of 20+ words per minute.
- Ability to work regularly scheduled shifts, including training period.
- Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
- Familiarity with Windows PC applications and ability to learn new systems.
- Highly reliable with regular attendance and punctuality.
- Ability to evaluate, troubleshoot and follow up on customer issues.
- Conflict resolution, problem solving, and negotiation aptitude.
- Customer‑service oriented (empathetic, responsive, patient, conscientious).
- Ability to multi‑task, stay focused and self‑manage.
- Strong team orientation and customer focus.
- Thrives in a fast‑paced environment where change and ambiguity are common.
- Excellent interpersonal skills and ability to build relationships.
Preferred (Not Required)
- One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
- State or Federal work experience.
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Subject to program and location of the position.
- Must submit up to a Level II background and/or security investigation with fingerprint; offers contingent on results.
- Must submit to drug screening; offers contingent on results (does not apply in Canada).
Compensation & Benefits
- Competitive hourly pay plus bonus structure.
- HMO coverage (rank & file: ₱100,000; supervisors/managers: ₱120,000).
- Dental coverage and in‑house assistance worth ₱5,000.
- Free meal during training.
- Career growth and learning opportunities.
- Allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Frequent workplace disinfection and fogging.
- Employee shuttle services.
- Company retreats and off‑site events.
- In‑office rewards, raffles, recognition gifts, and treats.
Physical Requirements
The position is largely sedentary, requiring sitting or standing for long periods while using a computer and telephone headset. The employee will operate office equipment and may need to move objects up to 40 lbs.
Reasonable Accommodation
Consistent with the ADA, MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If accommodation is needed, please contact Human Resources.
Diversity and Equality
MCI maintains a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications, and the company welcomes applicants regardless of protected characteristics. MCI will consider qualified applicants with criminal histories subject to local and federal requirements.
Disclaimer
The purpose of the above job description is to provide a general overview of the role. It is not an all‑inclusive list of duties, responsibilities, skills, or qualifications. The employer may amend this description at any time.
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